Technical Support Manager at Kforce Inc in Fayetteville, Georgia

Job Description:

RESPONSIBILITIES:

Kforce has a client that is seeking a Technical Support Manager in Fayetteville, GA.

Key Responsibilities:
Team Leadership & Development:

• Manage, mentor, and develop support engineers and technicians based throughout North America


• Conduct regular 1:1s


• Ensure effective communication and collaboration across teams in both locations


• Foster a positive and collaborative team culture that aligns with Company's values and goals

Operational Management:

• Oversee day-to-day support operations to meet SLAs and maintain high customer satisfaction


• Monitor and analyze key metrics to identify trends and areas for improvement


• Establish processes for prioritizing and resolving customer issues promptly and efficiently

Customer Relationship Management:

• Build and maintain strong relationships with key Studio Customers to understand their needs and ensure satisfaction, especially during critical incidents and escalations


• Attend client meetings to provide technical support to the Client Services team as required

Incident & Escalation Management:

• Act as the point of escalation for high-priority incidents and coordinate resolution efforts across teams


• Work closely with specialized teams to address issues, as required


• Engage with internal stakeholders to investigate root causes and implement preventative measures

Cross-Functional Collaboration:

• Provide feedback to product teams based on customer insights and support experiences


• Participate in planning and execution of system upgrades, migrations, and other projects impacting support

Documentation & Reporting:

• Maintain up-to-date documentation for processes, workflows, and issue resolutions


• Generate recurring reports on team performance, customer feedback, and operational improvements

REQUIREMENTS:

• Proven experience managing technical support teams, preferably across multiple geographical locations


• Experience with ticketing systems


• Comfortable in a customer facing environment dealing with a variety of customer types and seniorities


• Strong technical background with expertise in Networks and Systems


• Knowledge of Network monitoring tools and troubleshooting processes


• Excellent leadership and interpersonal skills, with the ability to motivate and guide teams


• Strong problem-solving and critical-thinking abilities


• Exceptional communication skills, both written and verbal

Preferred Qualifications:

• Network and Systems related certification


• Experience supporting production environments or media/entertainment clients


• Experience managing technical teams across multiple geographical locations

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless
and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking "Apply Today" you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.

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